If our product needs troubleshooting support services, we will have a cost for this operation.
In order to solve most of the problems in our 1st level support department, we need to define problem types and troubleshooting flowcharts for the problems.
If our first level support employees use well-defined troubleshooting flowchart, most of the problems will be solved in this department.
We can provide our troubleshooting flowcharts to our customers as well. In that case, some problems will be solved by our customers themselves.
The problem here in conventional troubleshooting flowcharts is, for complex troubleshooting flowcharts, it is difficult to follow these flowcharts when the problem occurs.
With LiveFlow, you can draw your troubleshooting flowcharts very easily and present to your customers and first level support departments.
Your customers and first level support employees can execute the flowcharts interactively and they walk through the flowcharts according to their replies to decision questions.
For flowchart action steps and also in decision steps, we can attach pictures, http links for documents/web sites to the customers and support employees about instructions.
We can also get notes and documents for customer feedback with these troubleshooting flowcharts.
We can integrate LiveFlow with your incident management tool and create new incident via web services of your incident management tool. For the incident, you can collect information about the problem before creating the incident, and your support engineer can resume the problem by replaying the troubleshooting flowchart steps executed by customer and analyzing documents and data uploaded by the customers for the steps
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